Week 4 Customer Service Story (Zerene)
Last Tuesday, a gentleman came into our shop and enquired about a Parker Pen. He asked if it would be possible to attain the pen with the engraving by the coming Friday. However normally the engraving of a pen takes about one week before it is ready for collection.

So Sandhya called the supplier whether she can get the engraving be done and deliver to the school on Friday. The supplier promised it can be done and she can deliver it either on the Friday or the next coming Monday. Upon hearing this, the customer then paid and left without leaving his contact number down.

When he came on Friday, the parker pen was still with the supplier. He was unable to collect the parker pen. He was angry. As the parker pen was a birthday gift for his nephew, and he did not wish to pass his nephew a belated birthday so he bought another pen without the engraving. In addition, he wanted to cancel the order for the engraving.

Therefore Sandhya called the supplier to cancel the order was being scolded by the supplier as the engraving was already done. Fortunately, the customer come back again and say he wish to have the engraving pen too.


Learning Point
We have to note down the personal information of the customer of they were to order for something from us or the supplier. So that it were be easy for us to contact our customer if anything goes wrong with their order.